An Operations or departmental manager is someone who manages teams and/or projects, and achieving operational or departmental goals and objectives, as part of the delivery of the organisations strategy. They are accountable to a more senior manager or business owner. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities and job titles will vary, but the knowledge, skills and behaviours needed will be the same.
Key responsibilities may include creating and delivering operational plans, managing projects, leading and managing teams, managing change, financial and resource management, talent management, coaching and mentoring.
Typical job titles: Operations manager, Regional manager, Divisional manager, Department manager and Specialist managers.
Duration: Typically this apprenticeship will take 2.5 years.
Qualifications: Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment.
Link to Professional Registration: On completion, apprentices can register as full members with the Chartered management institute and/or the Institute of leadership and management, and those with 3 years’ of management experience can apply for Chartered manager status through the CMI.
Entry requirements
The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade C or higher.
Level 5 Qualification
Team Leader or Supervisor Level 3
A team leader or supervisor is a first line management role, with operational and project responsibilities or responsibility for managing a team to deliver a clearly defined outcome.
They provide direction, instructions and guidance to ensure the achievement of set goals. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities will vary, but the knowledge, skills and behaviours needed will be the same whatever the
role.
Key responsibilities are likely to include supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships internally and externally.
Duration: Typically this apprenticeship will take 12-18 months.
Qualifications: Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment.
Link to Professional Registration: On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of leadership and management, to support their professional career development and progression.
Typical job titles: Supervisor, Team leader, Project officer, Shift supervisor, Foreperson, and Shift manager.
Entry requirements: The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade C or higher.
Level 3 Qualification
Supply Chain Practitioner (FMCG) Level 3
Supply Chain is at the heart of every business – it is a system of organisations, people, activities, information and resources involved in moving products or services from supplier to customer. It may include the transformation of natural resources, raw materials and components into a finished product.
Effective and dynamic supply chains are particularly important in fast moving consumer goods (FMCG) sectors, for example food & drink, retail or consumables, where products have one or more of the following characteristics: high volume, fast turnover and frequently purchased. FMCG have a short shelf life, either as a result of high consumer demand or because the product deteriorates rapidly. In contrast, durable goods or major appliances such as kitchen appliances are generally replaced over a period of several years. Supply chain functions include procurement, forecasting, planning manufacture, customer service and logistics.
They have a comprehensive understanding of the entire supply chain, are responsible for their impact on each function and strive to deliver the best value for their business and customer. Due to the high number of interactions both within and outside of the business, they need strong relationship building, influencing, stakeholder management and communication skills alongside sound analytical, information technology and numeracy skills, with an ability to work in a fast paced environment with frequently changing requirements.
Duration: Typical duration 30 months for new entrants.
Entry requirements: Employers will set their own criteria, but typically an entrant to this apprenticeship will already have achieved a minimum of Level 2 in English and maths. Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment for this apprenticeship.
Level 3 Qualification
Supply Chain Warehouse Operative
Warehouse Operatives work in a variety of warehouse environments. Work activities include taking deliveries, checking for damaged/missing items, storing goods, moving stock by various methods, picking/packing orders, loading goods for dispatch, maintaining stock records and documentation, and cleaning. They are required to safely use a range of equipment, machinery and vehicles, as relevant to their role and setting. This could include mechanical racking systems, materials handling equipment (MHE) or fork lift trucks.
Warehouse Operatives communicate with a wide range of people and customers. They have a passion to meet customers’ expectations by providing a quality service that encourages repeat business. Individuals in this role are highly competent in using industry-recognised systems and associated services (eg Traffc/Warehouse Management Systems) and will be able to work under pressure to tight deadlines. A Warehouse Operative will often be required to be flexible and work shifts including 4-on-4-off, days, nights, evenings and weekends.
Duration: The apprenticeship will take a minimum of 12 months to complete prior to taking the end-point assessment, and will be reviewed after 3 years.
Entry requirements: Apprentices without Level 1 English and maths will need to achieve this level and take the test for Level 2 English and maths prior to taking the end-point assessment.
Safety, Health and Environment Level 3
The SHE Technician will be able to work in organisations of varying size and industry; the role could be based in one location or may involve travel across a range of contracts.
The role will be partly offce based and partly at the work front providing advice to others on how to work without harming themselves or others. The Technician will work with the management and delivery team of the organisation to advise on the statutory health, safety and environmental requirements as they affect the company’s operations.
They will assist the management team in ensuring that the legal and company SHE requirements are implemented. On a daily basis the SHE Technician will assist to develop, review and check on the implementation of safe systems of work, deliver training (e.g. toolbox talks & inductions), investigate incidents, analyse data and present findings to the management team.
Duration: The apprenticeship will take a minimum of 12 months to complete prior to taking the end-point assessment, and will be reviewed after 3 years.
Entry requirements: Apprentices without Level 1 English and maths will need to achieve this level and take the test for Level 2 English and maths prior to taking the end-point assessment.
Level 3 Qualification
Improvement Technician Level 3
The Apprenticeship in Improvement Technician lasts approximately 14 months, during which participants will develop new skills and put them into practice in their day-to-day work. The information below provides a summary of the course content. However, further information and course criteria can be found on pages 08, 09 and 10.
Improvement Technicians are responsible for delivery and coaching of improvement activity within an area of responsibility, often associated with Lean and Six Sigma methodologies. They can be found across all industry sectors and functions including automotive, banking, engineering, food products, IT, property, retail, telecoms etc.
Typically, Technicians work as a member of an operational team to resolve problems – preventing re-occurrence, engaging others in issues affecting them and to support the improvement of performance.
Typical activities include:
- Engaging team members in the identification of improvement opportunities and relevant countermeasures and controls
- Initiating and facilitating improvement activities through to confirmed resolution
- Providing local expertise in business improvement methods and basic tools to team
There are a variety of job titles associated with the occupation, these include, but are not limited to: Business Improvement Co-ordinator, Continuous Improvement Executive, Process Technician, Operational Excellence/Lean Engineer, Lean Six Sigma Yellow belt and Quality Control Analyst.
During the course you will study the Knowledge, Skills, and Behaviours.
Level 3 Qualification
Improvement Practitioner Level 4
Improvement Practitioners use a blend of Lean and Six Sigma, project and change management principles and tools to identify and lead the delivery of change across organisational functions and processes. Improvement Practitioners can be found across all sectors and functions including automotive, banking, engineering, food products, IT, property, retail, telecoms etc.
Typically, Practitioners lead smaller projects and/or play a key supporting role in a larger programme – tackling issues that may require swift problem solving, or re-occurring challenges that require in-depth analysis and the implementation of a range of effective and sustainable countermeasures. They are the focal point for all stakeholders and responsible for communication throughout a project. Typical activities include:
- Identifying potential opportunities, diagnosing issues, proposing solutions and implementing changes and controls
- Coaching teams and sharing best practice
- When leading projects they may manage small teams ensuring motivation and momentum, and be responsible for the successful
Typical job titles: Including, but not limited to: Business Improvement Practitioner, Continuous Improvement Manager, Process Excellence Manager, Lean Six Sigma Green Belt and Quality Control Senior Analyst.
Duration: Typically 14-18 months.
Qualifications: Either before or during the apprenticeship, apprentices will be required to achieve level 2 qualifications in English and mathematics prior to taking the end point assessment.
Entry requirements: Individual employers will set their own entry requirements.
Level 4 Qualification
Improvement Specialist Level 5
Improvement Specialists are responsible for leading the deployment of improvement strategy, for training others and for providing broad and deep technical expertise in advanced and complex Lean and Six Sigma, Project and Change Management principles and tools to enable identification and delivery of improvement opportunities aligned to key business goals.
Improvement Specialists typically report to Improvement Leaders who develop the improvement strategy and governance processes, and who provide technical guidance on advanced analysis. Improvement Specialists manage (directly and/or matrix) Improvement Practitioners who lead smaller improvement projects aligned to the improvement strategy. A typical ratio of Improvement Specialists to Improvement Practitioners in an organisation could be 1:10. In comparison with the work of an Improvement Practitioner, Improvement Specialists draw on their advanced knowledge and skills in applying Improvement principles and tools across a range of programmes/ projects/areas to build the capability of others. They also swiftly visualise processes, problems and opportunities and use both graphical and statistical analysis to deliver improvements.
They work closely with other Improvement Specialists to support the delivery of improvement strategy, working on multiple simultaneous projects linked to key business objectives, identifying and engaging both subject matter experts and key stakeholders.
Typical job titles: Including, but not limited to: Business Improvement Practitioner, Continuous Improvement Manager, Process Excellence Manager, Lean Six Sigma Green Belt and Quality Control Senior Analyst.
Duration: Typically 14-18 months.
Qualifications: Either before or during the apprenticeship, apprentices will be required to achieve level 2 qualifications in English and mathematics prior to taking the end point assessment.
Entry requirements: Individual employers will set their own entry requirements.
Level 5 Qualification
Customer Service Specialist
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems.
As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
Duration: The apprenticeship will take typically 15 months to complete depending on experience.
Entry Requirements: Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter-personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.
Link to professional registration: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Review: The apprenticeship should be reviewed after a maximum of 3 years.
Customer Service Practitioner Level 2
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-o or routine contacts and include dealing with orders, payments, o ering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.
Duration: The apprenticeship will take a minimum of 12 months to complete.
Entry requirements: Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.
Link to professional registration: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.
Level 5 Qualification
Business Administrator Level 3
Business administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and
large businesses alike; from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and
will involve developing, implementing, maintaining and improving administrative services. Business administrators develop key skills and behaviours to support their own progression towards management
responsibilities.
The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the effciency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.
The business administrator is expected to deliver their responsibilities effciently and with integrity – showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.
Duration: The apprenticeship will typically take between 12 and 18 months to complete.
Qualifications: Where a business administrator has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.
Career progression: The administration role may be a gateway to further career opportunities, such as management or senior support roles.
Warehouse Supervisor
This occupation is found in the Warehousing sector and is found across a range of different types of organisations and employers such as storage and warehouse operators, retailers and utilities. The broad purpose of the occupation is to manage the day-to-day operations involved in supply chain, ensuring activity, personnel and meet customer expectations along with regulatory and legal requirements.
An employee in this occupation will be responsible for applying their knowledge and expertise to managing their own work with a high level of autonomy and leading a team to effectively and efficiently, deliver departmental and organisational objectives.
Warehouse supervisors have to keep up to date with recent legislation as well as having an awareness of best practice within Warehousing operations to ensure compliant, secure and safe working within the organisations policy and procedures. Warehouse Supervisors are integral to successful daily operations in a fast paced and varied environment.
Duration: The apprenticeship typically takes 12 months to complete.
Qualifications: Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment.